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How to use Inbox?
How to use Inbox?
Julie Mobilosoft avatar
Written by Julie Mobilosoft
Updated over a week ago

Inbox allows you to check, manage and answer all comments left by web users on your point(s) of sale listing(s). All in one place !

When you edit and save data, it is transmitted in real time to different media. However, it may happen that the changes are taken into account after a few hours.

The Inbox is accessible from the menu on the left side, through the Inbox tab.

Easily filter clients reviews

It is possible to activate filters to regroup clients reviews to manage through :

1/ The search bar. It has a very similar use to the one for the Locations : enter the name, the ID, the post code, the associated brand, the Tag * of the Location or the Tag linked to the review * itself to display the reviews searched for.

All these elements are cumulative.

2/ The Calendar : target a predefine timeframe or a specific one with Custom Range.

3/ The Stars : Go over and select the rating you would like to see in the Rate section.

4/ The Channels - or medias : select one to see reviews specific to each media. The External button is for reviews collected outside of Google and Facebook. For example if the Facebook filter is selected, you can look for all the points of sale connected to one Facebook page. The media icon is in blue when the business is connected to the its page.

5/ The Response status : activate to find the reviews not answered (Not replied), answered (Replied), assigned (Assigned to me) or ignored (Skipped).

6/ The content of the review : activate "Not commented" to get the ratings only. Activate "Commented" to see the rated reviews and linked comments.

Note : The "Fake" button is only visible by the Mobilosoft team.

* The Tags must be previously configured via Settings.

Reply to clients reviews

Wether you are using the filters or not, the inbox will always display :

1/ The list of reviews from newest to oldest

2/ A box allowing to answer the preselected review (displayed with the gray background)

Let's look at the Reply Box in detail

Different informations are visible from top to bottom.

  • The name of the Location.

  • A field Add a tag to associate one or more tags to the review.

  • The comment and rating from the user, as well as its name, date of publication and and icon from the media source.

  • The reply to the review, the name of the person responding and the date of publication. This reply can be edited directly through the pencil icon.

  • The text area to reply to the review - tab Reply

  • For the Google My Business Reviews → If the review was already answered, it is technically possible to change the response by editing the text area, and publishing it by pushing Reply. The previous answer will be automatically replaced by the new one. However, we recommend to directly edit the reply via the pencil icon.

  • The NOTE tab, next to the Reply within the text area, is used for saving and sending notes to a colleague. For exemple to ask them their feedback on an answer that request a special attention.

  • Here's how to do it :
    1/ Go on the tab "Note"
    2/ Type "@" to tag a contact. Automatically the contact list will open. You can also type the first few letters of the person you want to notify.
    3/ Choose the contact.
    4/ Write the note.
    5/ Click "Add note".

  • The button Add a saved reply allows to choose a pre-written answer within the canned answers. We will further talk about it in a dedicated paragraph below.

  • The Skip and Next buttons allow to skip to the next review without having to respond. These skipped messages can be found using the Skipped filter. The reviews that weren't reviewed as Skip and Next or Reply are found via the Not replied filter.

  • The Reply button to send the written answer.

* The Tags must be previously configured via Settings.

The Canned Answers screen

It appears after clicking Add a saved reply. You can find in this section the list of all the previously saved answers. One of those will probably suit the review at hand. However practical, the personal touch is not to be forgotten !
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To integrate a canned response to the response box, find the Tag(s) associated to the response * in the search box and click Select. You will automatically be re-directed to the Reply box and the canned answer will appear in the text area. You will then be able to adjust it before publishing it if necessary.

* The anwers and tags associated to these answers must be previously configured via the Settings menu.

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